How do I report an error in a matrix cell?
One mailbox, a five-working-day check, and a visible correction note when you were right — last updated August 31, 2026.
You found a cell that looks wrong. Email elmar@friendlyfaces.nl with the page URL, which cell, why you doubt it, and — if you can — the document version you read. Within five working days, we check your report against the primary source.
What should a report contain?
Three things, and one optional line that helps more than the other three.
- The page URL — so we open exactly what you saw.
- The cell — the policy and the requirement or column it answers. One line is enough.
- Why you doubt it — one sentence will do; a document quote is better.
- The document version you read, if you have it: name, version marking or date, and where you found it. Policy documents differ by sales channel and by country, so yours may not be the version we checked — naming it settles that fastest.
What happens within five working days?
The desk re-reads the named primary source — the policy document at its recorded URL, the regulation, or an acceptance list — and sets your report against it. Two outcomes; each leaves something you can check.
- The cell was wrong. We correct it, the affected page carries a visible change note — what was corrected, on which date — and the cell's check date moves to the day of the re-check. The outcome stands on the page.
- The cell holds. We reply with the location: document name, version, and the page or section where we read what the cell states, so you can repeat the check yourself.
What if you read a newer document version?
Then the report is bigger than the cell: a new document version triggers a re-check of that policy's entire row — all six requirement cells and the columns beside them — because a new version can move, reword, or drop any passage. How a row is checked is defined on the verification method page.
Why is there a mailbox and no form?
Because this is the site's first version and a mailbox is enough: a correction is a claim about a named document, and plain text carries it as well as a form would. The address reaches the desk that maintains the matrix — described on the who-we-are page — not a support queue.
Two things the mailbox cannot do: recommend a policy, because this site does not advise; and intervene in a claim, because we hold no policies and only read documents.